Technical Support Advisor - 1st Line- Make.Contact (A Focus Group Company)
Location: Swinton, Manchester (Hybrid 3 days a week office)
Salary: £25,500
Join Our Team at Make.Contact
Make.Contact, part of the established Focus Group family, is seeking a dedicated Technical Support Advisor to join our dynamic Managed Services team. This is an excellent opportunity to provide first-class customer service while developing your technical skills in a supportive, collaborative environment.
What Youll Do
As a Technical Support Advisor, youll be the first point of contact for our valued customers, ensuring they receive exceptional service and technical support:
* Handle diverse customer queries through multiple channels including phone calls, emails, portal requests, and live chats
* Diagnose and resolve technical issues while keeping customers informed throughout the process
* Manage cases end-to-end from initial logging through to resolution, including escalations when necessary
* Collaborate with suppliers to ensure timely resolution of complex issues
* Meet agreed SLAs and targets while maintaining the highest standards of customer service
* Contribute to continuous improvement initiatives and best practice development
What Were Looking For
Essential Requirements
* Customer service or technical support experience
* Exceptional communication skills with the ability to remain calm under pressure and build rapport with customers
* Clear verbal and written communication with the ability to adjust your approach for different audiences
* Process-oriented mindset with adaptability when procedures evolve
* Strong analytical skills for effective problem-solving and data gathering
* Target-focused approach with excellent prioritisation and time management abilities
* Attention to detail with accurate data entry and record-keeping skills
Desirable Qualifications
* CompTIA A+ certification or equivalent technical qualifications
What Makes You Perfect for This Role
Youre someone who thrives in a collaborative team environment and genuinely enjoys helping customers solve their technical challenges. Youre solution-focused, process-driven, and comfortable juggling multiple priorities while maintaining excellent service standards.
Why Choose Make.Contact?
* Part of the established Focus Group with a strong reputation for excellence
* Collaborative team environment where knowledge sharing is valued
* Professional development opportunities in a growing managed services division
* Clear progression pathways with structured support and training
* Modern working environment with up-to-date systems and processes
Ready to Apply?
If youre passionate about customer service and technical problem-solving, wed love to hear from you. Join Make.Contact and become part of a team thats committed to delivering exceptional customer satisfaction.
Apply now to start your journey with Make.Contact, a Focus Group company.
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